Fairfield by Marriott Inn & Suites Montgomery-EastChase Parkway — Hotel in Montgomery

Avoid this hotel if you can. You get what you paid for. It was okay, not one thing went horribly wrong, but there were a looot of minor issues and service wasn’t on par with the Marriott standard or deliver the brand promise. So I would not stay or recommend this hotel to anyone.

The bad things… Service, I wouldn’t say horrible, but there is a lot of room for improvements. I don’t feel most staff I had interaction with were striving for good/better or above or beyond service. They got the job done, but I didn’t feel any genuineness at all. This was the MAJOR negative point for me. During check-in, there was no mention about there won’t be housekeeping (unless requested), or where to turn for the elevator, etc. This also gave me the impression that staff didn’t really care about the guests. My Bonvoy status was recognized but the request for an upgrade was rejected. I was told because I booked with a discounted rate, so I won’t be offered one. This was the first time it happened to me at all the Marriott properties I stayed. I could understand if there were no suits available so I couldn’t get an upgrade, but I couldn't believe I was rejected because of my room rate. I didn’t want to argue with the staff as I had already gotten the impression that they were not there to strive for great service. Lobby and reception counter were messy. Lots of signs, microwave and breakfast to-go tables set up straight in the place you could see when you walk in. It looked horrible. I felt like this would only happen in the low end motel. Reception never works in the front desk, they were always hidden in the back, and you had to press a doorbell to get them. I had never seen this in any other Marriott hotel I stayed at. Somehow this was a norm at this location and it seemed like management allowed it. Breakfast to-go items were offered between 7-9am, not sure how frequent they refilled, but when I passed by around 9am, all items were gone and no restock. The elevators’ floors were always dirty and sticky. Not sure if the housekeeping team really cleaned them daily. The elevators’ buttons (floor numbers, open/close) color paint were all gone and needed to be replaced. You would have pretty much no way to know which one is a close or open button. Can’t believe management let it be this way. The fitness room TVs on the treadmill didn’t really work. One could only get 2 channels, the other one won’t turn on at all. Things need to get checked… Toilet in my room had leaking issues, water would never stop running, and there was a noise. I had to close the bathroom door when going to sleep so I wouldn’t hear that noise. Hotels need to do better on maintenance. Public restroom on the 1st floor has a broken soap dispenser. Bathroom ceiling had some MAJOR water stain/damage and crack and it was not fixed. This was totally not Marriott standard… Bathroom floor tiles were cracked. This was very dangerous as the edges were very sharp, someone could get some serious cuts if stepped on to that by accident. Shower curtain liner was installed on the wrong way/side. No attention to detail from the housekeeping team… Bathroom ceiling light has many dead bugs inside the cover. Probably should consider to get it cleaned.. Fairly loud window AC unit noise. I would have asked for another room, but knowing the front desk staff were not too helpful, I didn’t bother to ask. The room door closer had some serious issues. It would take 15 seconds for the door to close (yes, I timed it), and one a few occasions, the door didn’t close fully and stayed ajar. This was very dangerous. If you don’t pay attention and wait for it to close before entering or leaving your room, you could have left your door ajar opened all day/night. Even trying to give a push it will still take 5-7 seconds to close, you have to push very hard. Very slow internet. Up/Down are about 5-10mbps the max. Hotel didn’t send me a follow up survey. They probably didn’t bother to improve...

Extremely Disappointed with Service – Unacceptable Treatment

I recently booked a stay at Fairfield Inn & Suites Montgomery-EastChase Parkway from February 8-10, 2025, as we were in town for my daughter's volleyball tournament—which also happened to be her birthday weekend. Our family, including our kids and dog, traveled 2.5 hours to get here, and our experience was beyond disappointing.

Early Check-in Mishap & Poor Service I had requested early check-in at 12 PM and, at 9 AM EST, I received a push notification from Marriott that my room was ready for check-in. This led us to leave home earlier than planned, only to arrive at the hotel by 10:30 AM CST (11:30 AM EST).

Upon entering, there was no one at the front desk, and when an employee finally arrived, I was not greeted at all. Instead, I was met with rudeness and hostility. I provided my name and ID, but before even checking anything, the front desk agent immediately dismissed me, stating that check-in isn’t allowed until 3 PM. When I explained that I received a notification stating my room was ready, she refused to acknowledge it, claiming it was impossible. After further insisting that the app explicitly told me to pick up my keys, she changed her story, saying, "Oh, I just do mobile keys early, but you can't check in until after 3 PM, this is something you should know."

Why send a notification saying my room is ready if check-in isn’t allowed? This left us frustrated, especially since we could have stayed home instead of sitting in a car outside with our entire family and pet.

Inconsistent Check-in Policies & Unprofessionalism The situation escalated further when another guest in my party went inside to ask about check-in time, and suddenly, the same employee changed her answer to 2 PM—a completely different response than what she told me. Then, shockingly, she proceeded to tell my guest that my card declined, which is both false and highly unprofessional, as I am the only authorized person for my reservation.

For the record:

She never asked me for my ID or payment during my interaction with her. The card on file with my Marriott account is from two years ago, but my updated card is saved as my primary payment method—she never attempted to check. She had no business discussing my reservation with someone not authorized—a clear privacy violation. When my guest then offered to use his card, she again changed her story, suddenly saying, "Oh, the rooms aren't ready until 2 PM." So now, we’ve been given three different check-in times—3 PM, 2 PM, and, originally, a notification that our room was ready at 9 AM EST.

Unacceptable Experience for a Longtime Marriott Member As a longtime Marriott Rewards member, even achieving Platinum Elite status, I have never experienced such poor service. I took a break from traveling due to my surgery two years ago, but this was a terrible way to return to Marriott properties. Instead of relaxing before my daughter’s game, we were forced to sit in the car, uncomfortable, while she had to change for her tournament in a gas station.

This is unacceptable customer service, and I will never book this hotel again. Corporate needs to reach out to me immediately regarding...

The front desk employees are not professional when they just sit in a chair below the desk level and don't stand up to greet customers. It conveys an image of arrogance and indifference to customers. One older gentleman was very friendly and helpful but none of the other desk agents were helpful.||The room was very comfortable and the air conditioning and shower pressure were adequate. However, the Wifi service was terrible. One night I only was able to connect at 0.26 Mbps. When I called the unhelpful night desk agent I asked if there was an 800 number for internet support and she gave me the 800 number for Marriott Bonvoy. Was she so ill trained that she didn't know that the Bonvoy help desk agents have nothing to do with internet support? Did she really think they had the resources to answer the thousands of calls that could be received in a night to agents who specialize in reservations and customer issues? Then, when I called back she gave me the phone number for their local internet provider. I am not the customer so obviously I didn't have any account information so that was a waste of time as well. When I called her back she blamed it on the bad weather..how absurd. I asked if she could just reboot the router to see if that would help (not an unreasonable request I think) and she didn't even know what a router was. Wow.||The breakfast items were not appetizing at all. I never ate breakfast because of that. The location is great with proximity to restaurants in the area. But, I'll find another property to stay at.||I did learn that this property was purchased by another management group and had a nice chat with one of the interim managers but all she could do was apologize because the transition had occurred quite recently. But, she did not offer any Bonvoy points or any compensation which was disappointing. The WiFi speed never exceeded 8 Mbps. She said it was because the number of guests. No, it was because the system was poorly designed and they didn't buy enough bandwidth to cover their customer loading.||As a footnote, I try the property out last week and actually ended up leaving. My room was not ready at 6PM even though I had completed my reservation the prior week. I checked the WIFI again and this time it was 2 meg. This was a very small point but it is emblematic of how this property is run. ||My key card was not presented in a Marriott branded envelope but rather a folded up piece of paper with my room number written on the back. I remarked to the check in clerk, "I've never seen that before." He shook his head and responded, "yeah, they ran out of them." Total amateur hour. This has to be the worst managed Marriott property I've ever encountered. It is my understanding that a different group is "managing" the property now but they don't have their...